Legal claims defining the scope of protection. Each claim is shown in both the original legal language and a plain English translation.
1. A method of maintaining time information allocated to a plurality of tasks initiated during a live call, the method comprising: receiving a first task associated with a first call and starting a first timer at a computing device corresponding to a beginning of work performed on the first task, the first timer being started automatically responsive to a customer call device being connected with a live agent call processing device; receiving a second task associated with a second call and starting a second timer different from the first timer, which corresponds to the beginning of work performed on the second task, the second timer being started responsive to the second task being initiated by the live agent's call processing device, and wherein the second timer starting automatically pauses the first timer; operating both the first timer and the second timer simultaneously and automatically ending the first timer via the agent call processing device when the first task is completed and automatically ending the second timer via the agent call processing device when the second task is completed; and automatically transferring a total time allocation record representing a total time counted by the first timer and a total time counted by the second timer to a data record stored in memory of the agent's call processing device, wherein the data record associates the total time counted by the first timer with the first task, and associates the total time counted by the second timer with the second task.
2. The method of claim 1 , comprising displaying a first visual indicator in a user interface of the live agent call processing device corresponding to the first call and displaying a second visual indicator in the user interface of the live agent call processing device corresponding to the second call.
The invention relates to call processing systems for live agents, specifically improving call management by providing visual indicators for multiple calls. The problem addressed is the difficulty for live agents to efficiently manage and prioritize incoming calls, particularly when handling multiple calls simultaneously. The solution involves a method for displaying distinct visual indicators in a user interface of a live agent's call processing device, where each indicator corresponds to a different call. The first visual indicator represents a first call, and the second visual indicator represents a second call. These indicators help the agent quickly identify and distinguish between active calls, reducing the risk of misrouting or neglecting calls. The method may also include additional features such as prioritizing calls based on urgency or caller status, integrating with customer relationship management (CRM) systems, and providing real-time updates on call status. The visual indicators can be customized to reflect call type, duration, or other relevant metadata, enhancing the agent's ability to manage workload effectively. This approach improves call handling efficiency, reduces agent workload, and enhances customer service quality.
3. The method of claim 1 , comprising receiving a second call and placing the second call in a queue while the first timer is operating.
A method for managing multiple incoming calls in a communication system addresses the problem of efficiently handling concurrent calls to prevent missed connections. The method involves receiving a first call and initiating a first timer to monitor the duration of the call. If a second call is received while the first timer is active, the second call is placed in a queue to be handled sequentially. The queuing system ensures that incoming calls are not lost or ignored while the system is occupied with an active call. The method may also include additional steps such as notifying the caller of their position in the queue, providing estimated wait times, or prioritizing calls based on predefined criteria. The system dynamically adjusts to incoming call volume, ensuring fair and orderly processing of all communications. This approach is particularly useful in customer service, telehealth, or other environments where multiple callers may attempt to connect simultaneously. The method improves call management efficiency and reduces the likelihood of dropped or unanswered calls.
4. The method of claim 1 , further comprising receiving a third task and starting a third timer that is different from the first timer and the second timer, the third timer corresponding to the beginning of work performed on the third task.
This invention relates to task management systems that track work progress using multiple timers. The problem addressed is the need to accurately monitor and differentiate between concurrent or sequential tasks, ensuring precise time tracking for each. The system assigns distinct timers to separate tasks, allowing independent measurement of work duration. When a third task is received, a third timer is initiated, distinct from the first and second timers already running for prior tasks. This third timer records the start of work on the third task, enabling detailed time tracking across multiple tasks. The system ensures that each task's work duration is logged separately, improving accuracy in time management and resource allocation. The invention is particularly useful in environments where multiple tasks are handled simultaneously or in rapid succession, such as project management, software development, or customer service operations. By using separate timers, the system avoids overlapping or misattributed time records, providing clear insights into task-specific productivity and workload distribution.
5. The method of claim 4 , further comprising: assigning the first task a first color indicator; assigning the second task a second color indicator different from the first color indicator; and assigning the third task a third color indicator different from the first color indicator and the second color indicator.
This invention relates to task management systems that visually distinguish tasks based on their attributes or priorities. The problem addressed is the difficulty in quickly identifying and organizing tasks in a visual interface, particularly when multiple tasks share similar characteristics or require different levels of attention. The solution involves assigning distinct color indicators to tasks to enhance visual differentiation and improve user efficiency in task management. The method includes assigning a first color indicator to a first task, a second color indicator to a second task, and a third color indicator to a third task. The color indicators are distinct from one another, ensuring that each task is visually distinguishable. This color-coding system helps users quickly identify and prioritize tasks based on their assigned colors, reducing cognitive load and improving workflow efficiency. The method may be applied in project management software, productivity tools, or any system where visual task differentiation is beneficial. The color assignment can be based on task priority, category, deadline, or other relevant criteria, allowing for flexible and customizable task organization.
6. The method of claim 4 , wherein the first task, the second task and the third task are received as at least one of a phone call, an email, and a text message.
This invention relates to a system for managing and processing multiple tasks received through different communication channels. The problem addressed is the inefficiency of handling tasks from various sources such as phone calls, emails, and text messages, which often require separate systems or manual intervention to process. The invention provides a unified approach to receiving and managing these tasks, improving workflow efficiency and reducing the need for manual sorting or redirection. The method involves receiving a first task, a second task, and a third task, where each task can be submitted via at least one of a phone call, an email, or a text message. The system processes these tasks in a coordinated manner, ensuring that tasks from different communication channels are handled consistently. This eliminates the need for separate processing systems for each type of communication, streamlining operations and reducing errors. The invention may also include additional features such as task prioritization, automated responses, or integration with other workflow management tools to further enhance efficiency. By consolidating task inputs from multiple channels into a single processing framework, the system improves productivity and ensures that tasks are managed in a timely and organized manner.
7. The method of claim 1 , further comprising resuming the first timer when the second task is completed.
A system and method for managing task execution in a computing environment involves coordinating the timing of multiple tasks to optimize resource utilization. The method addresses the challenge of efficiently handling tasks that may be interrupted or delayed, ensuring that critical operations are completed without unnecessary delays or resource conflicts. The method includes initiating a first timer associated with a first task, which begins execution. If a second task requires immediate attention, the first task is paused, and the first timer is stopped to prevent it from expiring prematurely. The second task is then executed, and upon its completion, the first timer is resumed, allowing the first task to continue from where it was paused. This ensures that the first task's timing remains accurate and that its execution is not adversely affected by the interruption. The method also involves monitoring the status of the first and second tasks to determine when the second task has finished, at which point the first timer is reactivated. This approach prevents the first task from being incorrectly terminated due to the interruption, maintaining system efficiency and reliability. The system dynamically adjusts task scheduling to balance responsiveness and resource management, particularly in environments where multiple tasks compete for processing time.
8. An apparatus configured to maintain time information allocated to a plurality of tasks initiated during a live call, the apparatus comprising: a receiver configured to receive a first call associated with a first task and a second call associated with a second task; a processor configured to start a first timer corresponding to a beginning of work performed on the first task, start a second timer different from the first timer, which corresponds to the beginning of work performed on the second task, the first timer being started automatically responsive to a customer call device being connected with a live agent call processing device, the second timer being started responsive to the second task being initiated by the live agent's call processing device, and wherein the second timer starting automatically pauses the first timer, operate both the first timer and the second timer simultaneously and automatically end the first timer via the agent call processing device when the first task is completed and automatically ending the second timer via the agent call processing device when the second task is completed; and a transmitter configured to automatically transfer a total time allocation record representing a total time counted by the first timer and a total time counted by the second timer to a data record stored in memory of the agent's call processing device, wherein the data record associates the total time counted by the first timer with the first task, and associates the total time counted by the second timer with the second task.
This invention relates to a system for tracking time spent on multiple tasks during a live call in a customer service environment. The problem addressed is the need to accurately allocate time to different tasks initiated during a single call, ensuring proper billing and resource management. The apparatus includes a receiver that captures incoming calls associated with distinct tasks, such as handling a customer inquiry and performing a follow-up action. A processor manages multiple timers, each tracking time spent on a specific task. When a customer call connects to an agent, a first timer starts automatically, recording time spent on the primary task. If a secondary task is initiated during the call, a second timer begins, automatically pausing the first timer. Both timers can run simultaneously if needed. The agent's call processing device controls timer operations, ending each timer when the corresponding task is completed. The system also includes a transmitter that records the total time spent on each task in a data record stored in the agent's device memory. The data record links the time allocations to their respective tasks, providing an accurate breakdown of time spent. This ensures precise tracking of agent productivity and task completion times.
9. The apparatus of claim 8 , comprising a display comprising a user interface which receives and displays a first visual indicator corresponding to the first call and displays a second visual indicator in the user interface corresponding to the second call.
This invention relates to a communication apparatus designed to manage multiple incoming calls, particularly in scenarios where a user may be engaged in an active call while receiving another incoming call. The apparatus addresses the challenge of efficiently notifying the user of the second call without disrupting the ongoing communication. The apparatus includes a display with a user interface that visually distinguishes between the active call and the incoming call. The user interface displays a first visual indicator corresponding to the active call and a second visual indicator for the incoming call. These indicators may include distinct symbols, colors, or other visual elements to clearly differentiate the calls. The apparatus ensures the user can easily identify and manage both calls, improving usability in multitasking communication environments. The display may also provide additional interaction options, such as accepting, rejecting, or merging the incoming call, depending on the apparatus's capabilities. The invention enhances call management by providing clear, real-time visual feedback, reducing the risk of missed calls or user confusion.
10. The apparatus of claim 8 , wherein the second call is placed in a queue while the first timer is operating.
A system for managing call routing in a telecommunications network addresses the problem of efficiently handling multiple simultaneous call attempts to a busy or unavailable destination. The system includes a call routing apparatus that detects when a first call to a destination is unsuccessful due to the destination being busy or unavailable. In response, the apparatus initiates a first timer and places the first call in a retry queue. The apparatus then monitors the status of the destination and, upon detecting that the destination becomes available, routes the first call to the destination. If a second call to the same destination is received while the first timer is still active, the apparatus places the second call in a separate queue, distinct from the retry queue, to avoid overwriting or losing the first call. The system ensures that multiple call attempts are managed in an orderly manner, preventing conflicts and ensuring that all calls are processed fairly. The apparatus may also include a second timer for the second call, allowing independent tracking of retry attempts for each call. This approach improves call handling efficiency and user experience by reducing dropped calls and ensuring timely retry attempts.
11. The apparatus of claim 8 , wherein a third task is received and a third timer is started that is different from the first timer and the second timer.
A system for managing multiple tasks with independent timing mechanisms is disclosed. The system addresses the problem of efficiently handling concurrent tasks that require distinct timing controls, ensuring each task is processed according to its specific temporal requirements without interference from other tasks. The apparatus includes a processing unit configured to receive and execute tasks, where each task is associated with a dedicated timer. A first task is received and a first timer is initiated to monitor its execution. Similarly, a second task is received and a second timer is started, distinct from the first timer, to manage its processing. Additionally, a third task is received, and a third timer is activated, separate from the first and second timers, to regulate its execution. The system ensures that each task operates within its own timing framework, preventing conflicts and enabling precise control over task execution. This approach is particularly useful in environments where tasks have varying time-sensitive requirements, such as real-time systems, scheduling applications, or multi-threaded processing. The apparatus may further include memory storage for task data and a user interface for task input and monitoring. The independent timers allow for flexible and scalable task management, accommodating dynamic workloads and ensuring optimal performance.
12. The apparatus of claim 11 , wherein the third timer corresponding to the beginning of work performed on the third task.
A system for managing task execution in a computing environment addresses the challenge of efficiently tracking and prioritizing multiple tasks to optimize resource utilization and minimize delays. The system includes a task scheduler that assigns tasks to processing units based on predefined criteria, such as priority levels or deadlines. Each task is associated with a timer that starts when work begins on the task, allowing the system to monitor progress and adjust scheduling dynamically. The system also includes a monitoring module that tracks the status of each task, including whether it is active, pending, or completed. When a third task is initiated, a third timer is activated to mark the beginning of work on that task, enabling precise tracking of task execution time. The system may also include a conflict resolution module to handle situations where tasks compete for the same resources, ensuring that higher-priority tasks are processed first. By integrating these components, the system improves task management efficiency, reduces idle time, and enhances overall system performance.
13. The apparatus of claim 11 , wherein the first task is assigned a first color indicator, the second task is assigned a second color indicator different from the first color indicator, and the third task is assigned a third color indicator different from the first color indicator and the second color indicator.
This invention relates to a task management apparatus designed to improve visual differentiation and organization of tasks within a user interface. The apparatus addresses the problem of task clutter and confusion in digital environments where multiple tasks are displayed simultaneously, making it difficult for users to quickly identify and prioritize tasks. The solution involves assigning distinct color indicators to different tasks to enhance visual clarity and user efficiency. The apparatus includes a display interface that presents at least three tasks to a user. Each task is assigned a unique color indicator to ensure visual distinction. The first task is assigned a first color, the second task is assigned a second color that differs from the first, and the third task is assigned a third color that differs from both the first and second colors. This color-coding system allows users to quickly recognize and differentiate between tasks, reducing cognitive load and improving task management. The apparatus may also include additional features such as task prioritization, status indicators, or interactive elements to further enhance usability. The color indicators can be customized or dynamically adjusted based on user preferences or task attributes, ensuring flexibility and adaptability in various workflows. The invention aims to streamline task management by leveraging visual cues to improve user experience and productivity.
14. The apparatus of claim 11 , wherein the first task, the second task and the third task are received as at least one of a phone call, an email, and a text message.
This invention relates to an apparatus for managing and processing multiple tasks, particularly in a communication system where tasks are received through various input channels. The apparatus is designed to handle at least three distinct tasks, which may include phone calls, emails, and text messages. Each task is processed by the apparatus to determine its priority, content, and required actions. The system ensures that tasks are routed appropriately based on their type and urgency, improving efficiency in task management. The apparatus may also include components for analyzing task data, such as natural language processing for emails or text messages, and call routing for phone calls. The goal is to streamline communication handling, reduce response times, and enhance user experience by automating the classification and prioritization of incoming tasks. The invention is particularly useful in environments where multiple communication channels must be monitored simultaneously, such as customer service centers or business operations. The apparatus may further integrate with existing communication systems to provide seamless task processing and ensure that no task is overlooked or delayed.
15. A non-transitory computer readable storage medium comprising instructions that when executed cause a processor perform maintaining time information allocated to a plurality of tasks initiated during a live call, the processor being further configured to perform: receiving a first task associated with a first call and starting a first timer at a computing device corresponding to a beginning of work performed on the first task, the first timer being started automatically responsive to a customer call device being connected with a live agent call processing device; receiving a second task associated with a second call and starting a second timer different from the first timer, which corresponds to the beginning of work performed on the second task, the second timer being started responsive to the second task being initiated by the live agent's call processing device, and wherein the second timer starting automatically pauses the first timer; operating both the first timer and the second timer simultaneously and automatically ending the first timer via the agent call processing device when the first task is completed and automatically ending the second timer via the agent call processing device when the second task is completed; and automatically transferring a total time allocation record representing a total time counted by the first timer and a total time counted by the second timer to a data record stored in memory of the agent's call processing device, wherein the data record associates the total time counted by the first timer with the first task, and associates the total time counted by the second timer with the second task.
This invention relates to call center systems and the management of task time allocation during live calls. The problem addressed is the need to accurately track and allocate time spent on multiple tasks initiated during a single call, ensuring proper time accounting for each task while handling interruptions or task switching. The system involves a computer-readable storage medium with instructions for a processor to manage time tracking for tasks in a call center environment. When a first task associated with a first call is received, a first timer is automatically started at the computing device, triggered by the connection between a customer's call device and a live agent's call processing device. When a second task associated with a second call is initiated, a second timer is started, which automatically pauses the first timer. Both timers can operate simultaneously, and each timer is automatically ended when its respective task is completed via the agent's call processing device. The total time recorded by each timer is then transferred to a data record in the agent's device memory, where the time allocations are associated with their respective tasks. This ensures accurate time tracking for each task, even when tasks are interrupted or switched. The system improves efficiency in call center operations by automating time allocation and reducing manual tracking errors.
16. The non-transitory computer readable medium of claim 15 , wherein the processor is further configured to perform displaying a first visual indicator in a user interface of the live agent call processing device corresponding to the first call and displaying a second visual indicator in the user interface of the live agent call processing device corresponding to the second call.
The invention relates to call processing systems for managing multiple calls in a user interface, particularly for live agents handling customer interactions. The problem addressed is the difficulty in visually distinguishing between different calls in a multi-call environment, which can lead to confusion and inefficiency for agents. The system involves a non-transitory computer-readable medium storing instructions that, when executed by a processor, enable a live agent call processing device to manage and display multiple calls. The processor is configured to receive and process at least two calls, such as a first call and a second call, from different sources. The processor then generates and displays distinct visual indicators in the user interface of the call processing device for each call. The first visual indicator corresponds to the first call, while the second visual indicator corresponds to the second call. These indicators help the agent quickly identify and differentiate between the calls, improving call handling efficiency. The system may also include additional features, such as prioritizing calls based on urgency or type, and dynamically updating the visual indicators to reflect changes in call status. The visual indicators may include icons, colors, or other graphical elements that provide at-a-glance information about each call. This solution enhances agent productivity by reducing the cognitive load associated with managing multiple calls simultaneously.
17. The non-transitory computer readable medium of claim 15 , wherein the processor is further configured to perform receiving a second call and placing the second call in a queue while the first timer is operating.
A system for managing incoming calls in a communication network addresses the problem of handling multiple simultaneous calls efficiently. The system includes a processor configured to receive a first call and initiate a first timer to track the duration of the call. If the call is not answered within a specified time, the system automatically terminates the call. The processor is also configured to receive a second call while the first timer is still active and place the second call in a queue. The queued call remains in the queue until the first call is completed or terminated, at which point the system processes the queued call. This ensures that incoming calls are managed in an orderly manner, preventing system overload and improving call handling efficiency. The system may also include a memory for storing call data and a network interface for transmitting and receiving calls. The processor may further be configured to prioritize calls based on predefined criteria, such as caller identity or call type, to optimize call handling. The system is particularly useful in environments where multiple calls are expected, such as call centers or customer service platforms.
18. The non-transitory computer readable medium of claim 15 , wherein the processor is further configured to perform receiving a third task and starting a third timer that is different from the first timer and the second timer, the third timer corresponding to the beginning of work performed on the third task.
This invention relates to task scheduling and time tracking in computing systems. The problem addressed is the need to accurately monitor and manage multiple tasks with distinct timing requirements, ensuring efficient resource allocation and performance tracking. The system involves a processor configured to handle multiple tasks, each associated with a dedicated timer. The processor receives a third task and initiates a third timer, distinct from the first and second timers, to track the start of work on this new task. The timers are used to measure the duration of work performed on each task, allowing for precise time tracking and scheduling. The processor may also adjust task priorities or allocate resources based on the timer values, ensuring optimal system performance. The invention improves upon existing task management systems by providing independent timing mechanisms for each task, reducing conflicts and improving accuracy in workload monitoring. This is particularly useful in environments where tasks have varying execution times or deadlines, such as real-time systems, multitasking operating systems, or distributed computing environments. The system ensures that each task is tracked separately, preventing interference between timers and allowing for more granular performance analysis.
19. The non-transitory computer readable medium of claim 18 , wherein the processor is further configured to perform: assigning the first task a first color indicator; assigning the second task a second color indicator different from the first color indicator; and assigning the third task a third color indicator different from the first color indicator and the second color indicator.
This invention relates to a system for visually distinguishing tasks in a computing environment. The problem addressed is the difficulty in managing and prioritizing multiple tasks in software applications, particularly when tasks are displayed in a list or interface without clear visual differentiation. The solution involves a non-transitory computer-readable medium containing instructions for a processor to assign distinct color indicators to different tasks. The processor executes these instructions to assign a first color to a first task, a second distinct color to a second task, and a third distinct color to a third task. This color-coding system enhances user visibility and organization by allowing users to quickly identify and prioritize tasks based on their assigned colors. The system may be integrated into task management software, project management tools, or any application requiring task differentiation. The color indicators are visually distinct, ensuring that users can easily distinguish between tasks at a glance, improving efficiency and reducing errors in task management. The invention may also include additional features, such as dynamic color assignment based on task priority or user preferences, further enhancing usability.
20. The non-transitory computer readable medium of claim 18 , wherein the first task, the second task and the third task are received as at least one of a phone call, an email, and a text message.
This invention relates to a system for managing and processing tasks received through multiple communication channels. The system addresses the challenge of efficiently handling diverse types of incoming tasks, such as phone calls, emails, and text messages, by automating their classification, prioritization, and routing to appropriate processing modules. The system includes a task receiver that captures incoming tasks from various communication channels, a task classifier that categorizes the tasks based on content and context, and a task processor that executes the tasks according to predefined rules. The system ensures that tasks are processed in a structured manner, reducing manual intervention and improving response times. The invention also includes a feedback mechanism that allows for continuous improvement of task classification and processing accuracy. By integrating multiple communication channels into a unified system, the invention streamlines task management and enhances operational efficiency.
Unknown
April 14, 2020
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